FORMAL ESCALATED COMPLAINT: HOSTILE AND UNPROFESSIONAL CONDUCT BY STORE MANAGER…read more
The UPS Store #7513
2200 S. Azusa Ave., Suite 102
West Covina, CA 91792
Phone: 626-810-8033
Subject: Formal Complaint Regarding Store Manager John and His Conduct Toward a Customer
To The UPS Store Management / Corporate Customer Relations,
I am submitting this complaint because the conduct I experienced from the store manager, John, at The UPS Store #7513 in West Covina, was completely unacceptable and went far beyond an ordinary disagreement about packaging.
I have been a frequent customer of this location for a long time. I have had numerous interactions with the employees and have generally found them to be courteous, respectful, and helpful. I have never had an issue that remotely resembled what happened during this visit.
What happened
During my visit I was dealing with an Amazon package that required taping.
The issue was extremely minor: one additional strip of tape on the package.
Instead of simply explaining the applicable policy and resolving the issue professionally, John became confrontational and raised his voice and yelled at me in front of my wife.
I asked him a straightforward question: Please show me the store policy that says the package can only be taped on one side and cannot have the additional strip of tape.
Rather than producing a policy or calmly explaining the requirement, he told me, in substance, that he did not have a policy to show me and that he did not care.
That response is unacceptable from anyone dealing with a customer, let alone the person responsible for managing the store.
His behavior escalated the situation
What is particularly disturbing is that John did not simply enforce a store rule. He became openly hostile toward me.
He also told me that he did not care if I filed a complaint about him and effectively encouraged me to do so.
I am now doing exactly that.
At one point, his own employees had to intervene and tell him to calm down. I find that especially concerning. Employees should not have to intervene because their manager is losing his temper during a customer interaction.
I remained engaged in the conversation and attempted to address the actual issue. I did not come into the store looking for an argument. This entire confrontation could have been avoided by simply explaining the policy and treating me with basic courtesy.
The contrast with his employees is significant
I even told John directly that I have had much better experiences with his employees than with him.
That was not an insult. It was an honest observation based on my repeated visits to this store.
The employees have consistently treated me respectfully. John, however, chose to yell at me over an insignificant packaging dispute and then make it clear that he had no concern whatsoever about receiving a complaint.
That is not acceptable managerial conduct.
I expect this to be investigated
I am asking The UPS Store to formally investigate this incident, including, if available, reviewing any security-camera footage, transaction records, employee accounts, or other information that may document what occurred.
I also expect the company to determine whether John's conduct complied with the customer-service and managerial standards expected of a UPS Store location.
I am not complaining because an employee or manager asked me to comply with a packaging requirement. I am complaining because of the manner in which that requirement was communicated and because the store manager became hostile, yelled at me in front of my wife, dismissed my request for the policy, and openly stated that he did not care about receiving a complaint.
Those are entirely different issues.
I want a response
I would like a written response confirming:
1. That this complaint has been received.
2. That the incident will be investigated.
3. Whether the conduct described is considered appropriate for a store manager.
4. What action, if any, will be taken in response.
5. Who I should contact if I need to escalate the matter further.
I have continued using this location because of the good experiences I have had with its employees. I should not have to reconsider doing business with a location because its manager believes he can yell at customers and then tell them he does not care when they complain.
John made his position very clear during the incident: he did not care whether I complained.
I want management above the store level to know that I do care, and I expect this complaint to be treated accordingly.
This was not acceptable customer service. It was not professional management. And it should not be dismissed as a simple disagreement over a strip of tape.
